No internet

[bibz1st]

Hi, during the past week the internet has been going off, currently been off all day today (Sunday 26th Nov)

I have checked service status and it says there are issues in my postcode area but only on the tv side, the tv is fine its the broadband thats the problem. I am currently piggy backing on my mobiles data which I am not too happy about having to do as I only get 5Gb a month, the status checker also says VM are hoping to fix it by 28th, I trust we will be compensated in some way for this and if not why not. Do I need to complain ?

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers. You can then register for compensation. 

[carl_pearce · Accepted solution]

VM have 48 hours to fix toal loss of service before compensation kicks in:

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

You can't really complain considering it's in your contract.

[bibz1st]

I guess I'll have to wait then, thanks for the response

[Ashleigh_C]

Hi there @bibz1st 

Thank you so much for your post and welcome back to the forums, it's great to have you here. 

I am so sorry that you have faced this issue and thank you so much to our community team for their advise so far. 

I just wanted to ask how things were looking with your service since your last post? 

[bibz1st]

Sorry meant to post earlier, I did a pin hole reset and things seem to be ok now, something to do with the phone changeover maybe.

[Beth_G]

Pleased to hear things seem to have improved for you now bibz1st.

Do let us know if you need any further help.

Have a great weekend 😊

[bibz1st]

HI, its me again, over the last few weeks internet access has been randomly dropping out far too often, not for long but its getting very annoying, yet when I do a service status check it says there are no issues. It used to be a very reliable connection, rarely had any issues but its def getting worse.

[Gareth_L]

Hello bibz1st.

You are always welcome back.

Sorry it's not on a positive note though with the ongoing broadband issues.

We can run a few tests from here and check on your equipment.
Sadly its not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the envelope top right of your screen that would be great. 
Regards     
Gareth_L